What currency are the prices displayed in on the website?

All prices are calculated in US dollars.

Can I preview my custom portrait?

Yes! If you would like to preview your pet portrait, please contact us at contact@paw-pixie.com within 1-2 days and provide your order number. We will send you the completed portrait in image format. If you have any feedback, feel free to contact us for modifications.

I just placed an order, when will it be shipped?

Thank you for your order! To ensure the best product quality, we plan to ship within 1-4 weeks, except for some special products that may take longer to create. If you have any questions or need assistance during this time, please feel free to contact us at contact@paw-pixie.com.

Can I return my order if I don’t like it? What should I do if there is an issue?

Since Paw-Pixie products are custom-made, we are unable to offer returns. Each product is uniquely designed based on your photos and your pet.

If there are any issues with your order:

• Damaged Order? Upload a photo of the damage, and we will arrange a replacement or refund as soon as possible.
• Artwork Not as Expected? Submit a request for a replacement, and we will verify and offer a compensation solution.

If you have already submitted a form regarding your issue, there is no need to email us separately. You can also contact us directly at contact@paw-pixie.com.

Can I cancel my order?

As our portrait products are custom-made, we begin processing each order immediately after it is placed. If you wish to cancel your order, please email contact@paw-pixie.com within 6 hours of placing your order, and we will consider a refund based on the specific situation. After 12 hours, cancellations will not be accepted.

What should I do if I entered the wrong address?

If you made a spelling mistake or autofilled the wrong address, simply reply to your order confirmation email and confirm the correct address. Once you double-check the address for errors, please notify us via email at contact@paw-pixie.com. If the address is incorrect, we can change it within 6 hours to the correct one. No changes will be accepted after 6 hours, and refunds will not be provided.

How long does shipping take?

Shipping times may vary as we ship globally from different fulfillment centers depending on your location. The average shipping time is 1-4 weeks. Shipping from locations outside the U.S. may take longer.

I have an unanswered question. Can you help?

Of course! Please send an email to contact@paw-pixie.com. We’ll be happy to assist you. We do receive a high volume of emails, so for a timely response, please include your order number and clarify your issue. Thank you!

Will all my items be shipped together?

While we always strive to ship your items together, sometimes one of the items in your order may be completed earlier and shipped separately. For example, if you ordered a framed portrait and a keychain, the framed portrait may be shipped separately.

What if I want to have my order shipped earlier?

You can choose additional services for the products you love. Most products require an extra fee of $15 or ￥35.

Can I download it digitally?

Yes, you can choose the additional service "Digital Download" for your favorite products.

How much does it cost?

The flat shipping fee is $10. If your order total exceeds $80, you can enjoy free shipping.

Can I preview my product in advance?

Yes, please provide your email address. We will send you a preview image within 1-2 days. If you have any feedback, we can make unlimited modifications!

                                                             

Contact Us

Please note that after you place an order, we are unable to make any changes to the order, including cancellations, photo replacements, frame size upgrades, etc.

Is your order damaged upon arrival? Please upload a photo of the damage along with your order number to contact@paw-pixie.com, and we will assist you with a replacement.

Still need help? Please contact us at contact@paw-pixie.com, and we will be happy to assist you.